Released Enhancements
Bulk Content Upload
CivicPlus Agent Knowledge Configuration now includes bulk document management to help admins improve their operational efficiency. New capabilities are designed to simplify large-scale content uploads.
What’s Included
Bulk upload support for documents uploaded to the knowledge base
Ability to view uploaded documents directly within the platform
Example Use Cases
Upload an entire library of PDF documents, such as policies, training materials, or operational guides, in a single action
Quickly confirm whether a document has already been uploaded without needing to re-upload content
Configurable Custom Fallback Messages
Organization Owners can now configure custom fallback messages for the CivicPlus Agent, allowing organizations to provide more helpful and personalized guidance when an agent is unable to answer a resident’s question.
What’s Included
New configurable fallback message field in the Admin UI
Ability to customize the response shown when an agent cannot find an answer
Support for agent-specific fallback messaging
Editable fallback responses for both newly created and existing agents
Graceful inheritance of platform-level default messaging when a custom fallback is not configured
Default Behavior
When no custom message is provided, agents will use the platform default response:
“I'm sorry, I wasn't able to find an answer to your question. Please try rephrasing or contact support for further assistance.”
Additional behavior includes:
Automatically created agents will save the default fallback response during setup
Manually created agents will use the default only if an admin does not provide a custom response
Existing fallback messages can be updated at any time through the Admin UI
Fallback messages support up to 1,000 characters
Who Benefits
CivicPlus Agent administrators
Organizations that want more personalized escalation or support guidance
Example Use Cases
Direct residents to a city clerk, utility office, or support desk when the agent cannot answer a question
Provide department-specific contact information or office hours
Offer links to support resources or service request portals as part of fallback messaging